Airbnb CEO Brian Chesky Monday apologized Monday to travel hosts upset by the company’s cancellation refund policy and laid out four areas of relief, including $250 million to offset refunds to help with the financial burden.

“I’m sorry we didn’t consult with you as partners. We want to fix this,” Chesky said in a 15-minute video message that included more than 6,000 participants. “I know this is an incredibly painful time (and) many of you are struggling.”

Chesky’s online appearance, which did not include host interaction despite being billed as a Q&A, comes in response to objections raised by travel hosts – those who own or manage rental units – who object to a March 14 update to Airbnb’s “extenuating circumstances” policy in the U.S.

The extenuating circumstances update allowed reservations for home stays or Airbnb Experiences to be canceled without charge. It applies to reservations made on or before March 14 with check-in dates between March 14 and April 14.

According to Airbnb’s reservations policy, guests are to receive a full refund (fees included). Hosts can accept new reservations for rescheduled dates and Airbnb will refund all fees in question.

Many guests have applauded the change, but hosts have loudly objected that the refunds come out of their pockets, not from Airbnb.

“One of the really big pains you told us about is cancellations,” said the CEO, adding that the company has held 50 listening sessions with hosts.

Chesky detailed four policy prescriptions to help with the financial concerns of hosts, some of whom are at risk of losing their property without rental income:

‒ Airbnb will pay hosts $250 million toward the cost of coronavirus-related cancellations for bookings made on or before March 14. Hosts are eligible for 25% of what they would have received after a cancellation under the previous policy.

‒ Additionally, a $10 million “super hosts” relief fund will offer grants of up to $5,000 for “hosts who are hurt the most” and need help to pay rent or mortgage..

‒ The company will facilitate financial contributions from guests who want to support hosts facing a coronavirus-related financial crunch.

‒ U.S. hosts also are eligible for relief under the COVID-19 relief legislation passed by Congress and signed by the president..

In Monday’s message, Chesky said the cancellation policy update was “not a business decision but was based on protecting the public health” by eliminating financial pressure to travel at a time when such movement could hasten spread of coronavirus.

However, he said he understood the fallout for the travel industry, which has been hit hard in all areas. “This is not even a once-in-a-generation crisis. ... It feels like once in a century.”

Chesky praised Airbnb hosts in France and Italy for making the world “a kinder place” by offering to provide housing for COVID-19 frontline responders. The company subsequently announced it would offer free lodging for up to 100,000 medical and relief workers around the world.

Since that time, 50,000 hosts have offered to open their homes to support those workers, Chesky said.

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Chesky addressed other concerns Airbnb heard during their listening sessions, including hosts’ desire to prevent guests from bringing coronavirus into their homes. He said Airbnb will be working with world-renowned experts for standards and guidance.

Chesky said Airbnb will “weather” the coronavirus crisis.

“Travel is innate in us,” he said. “Like all storms, it is going to end. On the other side of it, people are going to be waiting to get out of their homes (and) explore the world.”

Contributing: David Oliver

William Fuller, owner of Summit County Mountain Retreats, a midsize property management company in Colorado, says the refund decision not only affects property owners but their staffs, too.

“If Airbnb truly believed in this change of policy and wants to help out all the folks in the world, that is fine, but they need to do it with their money, not other people’s money,” Fuller told USA TODAY. “Will I personally be OK? Probably yes. Will my staff of 100 people who are mostly working-class folks be OK, maybe, but if they are, it will be because of decisions and sacrifices by me and my family made in spite of the Airbnb theft,” Fuller said.

Airbnb has acknowledged the challenges hosts face, saying in mid-March announcement that it would be working “to identify tools and initiatives to support our hosts during these very challenging times. ... We have worked to find a balance between supporting hosts and protecting the well-being of our community and we will find additional ways to help our hosts. It’s also important to note that Airbnb will not collect any fees or benefit in any way from any reservations canceled under this policy. We’re in this together.”

Michael Skiles, CEO and co-founder of HostGPO Inc., which represents thousands of vacation rental operators, told USA TODAY that Airbnb’s refund decision, especially during the busy spring season, is “a disaster” for hosts, who are struggling to keep their homes in the wake of lost revenue. He asked that Airbnb share in the costs incurred by hosts.